Mercure San Sebastian Monte Igueldo

We booked this for our 25th wedding anniversary and regretted it from arrival to departure. Be aware this is a franchise hotel, not run by Accor. After I contacted Madiouma Tandia - Direction Service Client about the many problems, there was one short reply and then silence. I sent at least five follow-up emails. Accor said it couldn't help because the hotel is a franchise. The view is lovely, but you don't need to stay here for it. Take the cable car to the amusement park, then return to your hotel. This place needs a complete refresh, and Accor Group should take over the franchise and run it themselves. It could be something special. We waited 35 minutes to check in. We arrived at 16:30, well after the 15:00 check-in time, but nobody was at the front desk. The listing promised a complimentary minibar, but we found only a fridge with two bottles of water. When I showed the booking to the desk, they told me to contact customer service. We asked for a kettle and were told the room didn't include one and we should buy one. It took an hour and 15 minutes, with several trips to the desk, to get an iron. At the bar, we asked for a wine glass and were told it was hotel property and they needed our room number to make sure we returned it rather than took it as a souvenir. The in-room Wi-Fi didn't work, and when it did, the signal was terrible. Nobody came to check after we complained. The room phone was broken, so we couldn't reach reception or room service. The bathtub was blocked; nobody fixed it, so I had to do it myself. The curtain netting was ripped, there were cracks in the wall, and one dirty towel had blood on it. A front desk staff member was extremely rude, rolling her eyes and dismissing our complaints. She started speaking about us to a coworker in Spanish, apparently not knowing I understand it. She looked shocked and red-faced when I answered her in Spanish and told her she shouldn't talk about customers that way. On our first night, noise from upstairs continued constantly, and other guests were also complaining at the desk. Nothing was done, and the same thing happened the second night.